Abstract: For AI-based recommendations in a service management system, the AI is machine trained using gamification. A model of the service management system is used in simulation to train a policy in reinforcement learning to implement strategies for improvement of KPI(s). By varying sampling of distribution of parameters of the model and/or varying the distributions of parameters used in the model, the policy learns to deal with a variety of situations using the simulations from the model. The resulting AI (machine-learned policy) is used to make recommendations for the service management system.